Optimal Control of Service Systems with Heterogeneous Servers and Priority Customers

57 Pages Posted: 9 Jul 2020

See all articles by David Chen

David Chen

The Chinese University of Hong Kong, Shenzhen

Ruoran Chen

Tsinghua University

Rowan Wang

Singapore Management University

Xuan Wang

Hong Kong University of Science and Technology, ISOM Department

Date Written: June 16, 2020

Abstract

We study non-preemptive queueing systems consisting multiple classes of customers with different waiting cost rates and multiple servers with heterogeneous service rates. We compare two common-in-practice systems (dedicated system and work-conserving flexible priority system) and characterize conditions for each one to be more favorable. Under the objective of minimizing discounted total waiting cost, we develop a Markov decision process formulation and analytically characterize the structure of the optimal dynamic server assignment policy. We prove that, the optimal policy is of a threshold type with intentional idleness. We also invent an approach to compute the optimal threshold values. Through numerical experiments, we quantify the advantage of the optimal policy.

Keywords: queueing system; heterogeneous server; priority customer; threshold policy

Suggested Citation

Chen, David and Chen, Ruoran and Wang, Rowan and Wang, Xuan, Optimal Control of Service Systems with Heterogeneous Servers and Priority Customers (June 16, 2020). Available at SSRN: https://ssrn.com/abstract=3628440 or http://dx.doi.org/10.2139/ssrn.3628440

David Chen

The Chinese University of Hong Kong, Shenzhen ( email )

2001 Longxiang Avenue
Longgang District
Shenzhen, 518172
China

Ruoran Chen

Tsinghua University ( email )

Beijing, 100084
China

Rowan Wang

Singapore Management University ( email )

Li Ka Shing Library
70 Stamford Road
Singapore 178901, 178899
Singapore

Xuan Wang (Contact Author)

Hong Kong University of Science and Technology, ISOM Department ( email )

Clear Water Bay
Kowloon
Hong Kong, Not Applicable
Hong Kong
852-23585854 (Phone)

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